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ResortSuite’s training helped Buttermilk Falls to provide a more seamless guest experience

Since ResortSuite’s training, our productivity has gone up and communication logs and daily tasks are now in one central place CJ HARTWELL-KELLY, BUTTERMILK FALLS INN AND SPA

modules purchased,” says Pitsikalis. “Our implementations team takes a new customer through different types of training. It’s always tailored to the specific customer because each property is unique, whether it’s a day spa with 10 treatment areas or a destination spa with 30 treatment areas, dining, a membership programme, wellness activities and accommodations.”

CUSTOMISATION AND ACCESSIBILITY The ability to tailor training, from topics covered to the way they’re delivered, is key. As ResortSuite client CJ HartwellKelly, GM at Buttermilk Falls Inn and Spa, in New York state, testifies: “Prior to ResortSuite, none of the entities at Buttermilk Falls would interface with each other. ResortSuite offered us a single solution for property management, spa, food and beverage, and catering. Since training, my team is now able to provide a

seamless guest experience. Productivity has gone up and communication logs and daily tasks are now in one central place.” The Assistant Company (TAC) uses a modular structure within its TAC University programme to train spas, fitness clubs and thermal baths alike. MD Günther Pöllabauer explains: “The TAC University programme includes quarterly webinars comprising updates of the latest functions, management workshops with our partner consultants, basic or advanced user training, and individual training on request.” But how do software companies make such an in-depth, technical subject accessible across multiple key roles on an ongoing basis? Delivered predominantly over the phone with online screen sharing, training by Mindbody covers topics such as service set-up, bookings and retail, branded web configuration, marketing features and business resources. Senior business education specialist Katie Philipp says: “We really try to customise

the language and communication style. Mindbody offers a lot of different training resources like videos, articles, guided tutorials, webinars, in-site walk-throughs and staff certifications to help businesses learn in the most efficient way possible.”

DEEP TRAINING Like many software companies, Mindbody also embraces super-users. Philipp explains: “Our team typically trains a single point (or two) of contact on a conference call.” It’s an approach which has proved popular with Mindbody client Jennalee Dahlen, owner of California-based Yoso Wellness Spa: “We spend approximately two weeks training new staff on how to use the Mindbody software. This includes shadowing time to observe someone who’s well versed in the software. We find this particularly helpful with trainees because they learn on the spot the most efficient ways to create a smooth client experience.” spabusiness.com issue 2 2019 101

Profile for Leisure Media

Spa Business issue 2 2019  

Spa Business issue 2 2019